Dear Sir,

I write to highlight the appalling service and facilities received recently at the Leisure Centre.

We were met by a surly receptionist who spoke to me in a derogatory manner throughout our interaction, commenting I was ‘too early’. It was 5:50pm, the pool opens at 6pm, surely 10 minutes changing time isn’t that unusual? She disbelieved my two girls were 10 and 11 then finished by reminding me that I was to ‘make sure the children behaved at the poolside’.

Things went from bad to worse when the girls entered the pool – They are confident swimmers having completed swimming lessons to high levels in the main pool.

From the spectators’ area I saw a lifeguard approach them and in an aggressive manner told them to swim up and down to determine whether they could go in the deep end or not. Fair enough I thought, and good safe practice, however, he lent over the side of the pool in such an intimidating manner that both girls immediately panicked and put their feet down, as they thought they were in trouble.

That was that, two very sensible and able swimmers were consigned to the shallow end, as the lifeguards chose to ignore a very small child in the deep end, jumping in without any flotation aid and no adult in sight.

The rest of the swim consisted of the girls being told not to jump in as they have done many times in their swimming lessons, The staff ignored me when I asked if there was any problem with the girls’ behaviour as the staff were being generally unpleasant. After the session the girls got out of the pool to find a disgusting, dirty toilet and changing area.

I appreciate the Lesuire Centre staff will be met with all kinds of behaviour but my girls were sensible throughout and they were accompanied by an adult who would have taken them home had it been a concern.

The attitude of the staff was unecessary and belittling and after this terrible experience we won’t be returning to our Lesiure Centre. We will use the Dolphin Centre where the staff are pleasant and the building is clean!

Name and address supplied

 

Manager Replies:

 

Lesley Tindale, manager of Newton Aycliffe Leisure Centre, said: “We would like to apologise to the writer of the letter and their family. We pride ourselves on offering a high level of customer service but are sorry that on this occasion the family was disappointed. We have spoken to the family and will be carrying out a full investigation so that we can address all of the issues they have raised.”